Google ads account suspension

Solved
Ahmed90
Excursionist
32 0 8

Hello guys,

I a couple of weeks  ago received 2 messages at the same time stating that my google ads and merchant center are suspended due to not with their policies and untrsuworthy promotions. My accounts worked very well before but because of some personal issues I stopped working on my business for like a month and then I got those messages exactly a moth after my last campaign. Is there some to get the accounts back especially the google ads account or should I move on and do something else? I reached out to someone here and they offered their help to fix the merchant center issue, but when I told them that my google ads is suspended they said that they can't help without saying why. Let me know if you guys have some similar experience what did you do. Thanks

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Hank
Shopify Staff
Shopify Staff
1094 128 172

This is an accepted solution.

Hi, @Ahmed90,

Hank here from Shopify.

Firstly, I hope that your personal situation is a lot better and that you are doing okay.

While some Merchants and developers may be able to offer their own personal information, this question may get more assistance on the Google forums themselves. That link has information on the process and how you can request a review.

I do see this thread also in relation to Google Ads, which again may offer some value to you. But if still uncertain of the answer, and want to speak with someone, I see this page of how you can contact Google.

Hopefully, some other Community members offer additional information but I reckon using the above links I've shared may be the most direct way to receive specific advice.

If you do have some questions surrounding Shopify, let me know and I will happily assist you further.

All the best,

Hank

Hank | Social Care @ Shopify 
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Ahmed90
Excursionist
32 0 8

@Hank  Thank you so much brother, I appreciate your suggestions.

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Hank
Shopify Staff
Shopify Staff
1094 128 172

You are very welcome, my friend!

Do reach back out to us if you need anything, stay safe, and have an awesome day!

Hank | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

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MariusBBCA
Tourist
8 0 1

@Ahmed90 , Hi there, I hope you have come right, my Ads account has also been suspended and I have been trying for 3 weeks to find someone to help me, it is very frustrating.

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floodbottles
Tourist
3 0 1
Hi all. Hope everyone is well. As above! 
 
We set up our website late last year (it’s a store specialising in reusable water bottles, coffee cups and reusable straws). The store is hosted on Shopify and during the build process I connected Google as a shopping channel, filling in all details and receiving access to Merchant Centre and Ads account. I had a Shopify store several years ago that connected to Google with no issues at all so had no hesitation about setting up.
 
At that stage the website was still very early in its development and missing several key pages such as Privacy pages, T&C, full contact information. On the day I activated the Google shopping channel on Shopify, our Merchant Centre and Ads accounts were both immediately suspended (ads just said suspended, Merchant account said suspended for misrepresentation).
 
I worked over the course of the following month to complete the website build, and reached out to Google, who reinstated my Merchant Centre last week following the changes made. I followed recommendations received in consultation with Emmanuel Flossie who is part of this forum and runs a company called feedarmy.com - would highly recommend them for anyone looking to get their Merchant account suspended.
 
Unfortunately, what I didn't really realise until midway through the process was that Merchant Centre and Ads are two totally different things. I now have my Merchant centre back, but despite having contacted Google ads regarding my suspension (and listing all the details included in the Merchant centre email), I’m yet to hear anything back. I've tried twice and not even had an automated reply. I've called the google ads number in the UK but they're currently closed for Covid reasons.
 
I’ve done everything I can see to comply with all policies - I went above and beyond with the website changes to satisfy merchant centre requirements. Now that the website is complete and our Merchant Centre is fully active, I can't really see where the issue would be with the Ads account. 
 
I've seen several postings talking about duplicate accounts. I did in 2019 have a google ads account that I used for a completely separate business, with different address, Ltd company name, URL, email etc - my phone number however was the same. I'm wondering if this could be what is causing the issue? I'm aware now that duplicate accounts aren't allowed - however, my old Ads account was never suspended - I logged in yesterday to double check and it's just unactivated. It wasn't the case of opening an account to get around the issue, simply opening an account when registering a new company two years later (and forgetting I ever had one!). Surely something as small as this wouldn't cause an issue? 
 
Banging my head against a wall and not seeing much in terms of advice anywhere. Advertising on Google, as with most businesses is a huge part of our business plan and its crippling us at the moment. Would appreciate any assistance from anyone going through similar issues.
 
Thanks,
Damien
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MariusBBCA
Tourist
8 0 1
Not that I can offer any assistance as I feel your pain! The exact same has
happened to me. I have asked Feedarmy to help me one last time & pray they
will be successful, otherwise I don't know what more to do. All the best & I
hope you come right.
floodbottles
Tourist
3 0 1

Feedarmy are great, no issues there - they solved my Merchant centre in no time. It would be great to find someone who specialises in ads and may be able to advise. 

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MariusBBCA
Tourist
8 0 1
They do this too. Chat to Emmanuel.
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floodbottles
Tourist
3 0 1

I have. He manages google ads accounts from what I can see but says his expertise doesn't fall under fighting those suspensions as the policies / issues are different.

Again, Emmanuel is brilliant and just left them a 5 star review on Trustpilot but would love to find someone who can do the equivalent job they do with Merchant Centre suspensions, but with Ads.